Senior Claims Operations Manager

2 weeks ago

Broadview Heights, Ohio, United States Globe Life Inc. Full time

Company Overview:

At Globe Life, we prioritize empowering our workforce with the resources and opportunities necessary for success at every career stage. Our vibrant community promotes professional growth, increased earning potential, and a stable work environment.

We take pride in nurturing a supportive and innovative culture that encourages collective growth and collaboration, enabling us to tackle challenges in a respectful and connected atmosphere, all aimed at helping us Make Tomorrow Better.

Position Summary:

We are seeking a Senior Claims Operations Manager to oversee our Life, Accident, and Health claims at Globe Life Family Heritage Division. This role entails being a subject matter expert in claims adjudication and support, as well as supervising the training and development of departmental leadership and their teams.

Key Responsibilities:

  • Ensure consistent achievement of performance metrics such as claims turnaround time, quality, service levels, and customer satisfaction.
  • Utilize effective forecasting and capacity planning to accurately determine staffing needs.
  • Collaborate closely with operational and administrative teams.
  • Manage customer escalations to ensure timely and effective resolutions.
  • Analyze operational processes to identify opportunities for increased efficiency and productivity.
  • Set clear expectations and create accountability among team members to meet or exceed service and quality standards.
  • Work across departments to implement necessary claims initiatives and improve best practices.
  • Act as a resource and role model for all claims department members.
  • Enhance morale and motivation within the claims team.
  • Develop action plans for underperforming associates in collaboration with team leaders and HR.
  • Assist in writing performance appraisals and conducting performance discussions.
  • Support organizational training initiatives and ensure staff compliance with mandatory training.
  • Lead and participate in claims and business projects alongside daily responsibilities.
  • Collaborate with legal and compliance teams on regulatory inquiries.
  • Review high-value claims for accuracy and compliance adherence.
  • Equip associates with the necessary tools and knowledge for success while identifying training gaps.
  • Innovate technical solutions to enhance departmental efficiencies.
  • Foster a high-performing team culture based on accountability, continuous improvement, collaboration, customer service, and creativity.
  • Establish processes to improve team efficiency and productivity.
  • Serve as a liaison to gather requirements and implement new initiatives for enhanced support services.
  • Compile monthly and ad hoc reports with data analysis to identify trends and facilitate strategic decision-making.
  • Develop contingency plans to meet objectives during challenging circumstances.
  • Effectively communicate complex information to stakeholders to influence acceptance of innovative ideas.
  • Provide expertise and leadership in resolving complex claims issues.

Qualifications:

  • Bachelor's Degree or a minimum of five years of claims insurance experience in a relevant area.
  • At least three years of leadership experience.
  • Preferred experience in health claims.
  • Strong written and verbal communication skills tailored to the audience.
  • Exceptional analytical, problem-solving, and organizational skills.
  • High focus on quality and excellent customer service.
  • Technical aptitude with the ability to quickly learn new systems.
  • Strong problem-solving skills using analysis, experience, and judgment.
  • Excellent time management skills and ability to work under pressure.
  • Proficient in Microsoft Office Suite.
  • Independent worker capable of making decisions with minimal supervision.
  • Ability to adapt plans and priorities to meet changing situations.
  • Commitment to fostering a positive work culture.
  • Ability to develop team leaders and identify future leadership potential.

Commitment to Employees:

All employees of Globe Life Family of Companies are expected to maintain reliable attendance and the ability to work full-time or part-time as required by their position.

Employee Support:

At Globe Life, we are dedicated to ensuring that our employees thrive. We offer a comprehensive benefits package designed to support your well-being and professional growth, including competitive compensation, health insurance, retirement plans, wellness reimbursements, paid time off, parental leave, and development training programs.

Opportunity awaits at Globe Life, where your contributions are valued, and your professional legacy can flourish.

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